ICMI Contact Center Expo
305: How the Great Resignation Is Allowing Companies to Pull Ahead
Wednesday, October 26, 2022 4:00 PM to 5:00 PM · 1 hr. (America/New_York)
St. Cloud AB
Information
The Great Resignation is impacting the bottom line, putting customer retention at risk, challenging established cultures, shifting the competitive landscape, and threatening to upend the competitive advantage companies derived from their workforce. Analysts and investors, quite reasonably, are demanding to know what's being done to stem the outflow of employees, particularly in customer-facing positions. However, not all companies have been negatively impacted.
While many executives rightly fear they're in a downward spiral, many others are operating at levels higher than before the pandemic. In this session, Mark Miller, Ted Nardin, and Brian Kearney use results from recent research to reveal what the winners are doing differently to increase employee and customer loyalty.
Speakers
Mark Miller - Practice Leader- Customer Service Advisory, Global Business Intelligence JD Power
Ted Nardin - Principal Consultant 5th Talent International
